Escalation Specialist Jobs

Escalation Specialist - Canada

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large, and small.

The Escalation Specialist - Canada role is responsible for providing dedicated customer service support to our Pearson customers, Sales VPs and Team and our vendor partner. The ideal candidate can deliver services and information in a professional and efficient manner utilizing multiple computer platforms and applications. Applicants should have vast knowledge of Higher Education customer service policies and procedures. Successful representatives will be able to perform in a high-volume pressure -filled environment with appropriate prioritization of escalation case load and supporting team member questions via virtual chat room(s). Incumbents are monitored on a random basis by members of the management team to ensure the highest quality of service to our customers. Strong project management skills, resourcefulness, and excellent communication skills are keys to success in this role.

Your Primary Responsibilities:

• Assist with training and feedback to remote teams
• Dedicated support to Sales VPs, Directors and Sales Team
• Handle all incoming escalations within established procedures & performance standards for the Pearson Higher Education Sales Team. Standards are established for accuracy, turnaround times, and professionalism.
• Collaborating with internal teams to provide a better customer service experience
• Leading projects, attending meetings with key customers
• Manage sales team information needs (Inventory questions, order changes, customer facing system issues, etc.)
• Oracle issue resolution including creating tickets, troubleshooting, and testing when needed
• Handle executive escalations, provide details and actions in high level summary
• Effectively take control and manage escalated/challenging situations to ensure a positive customer experience
• Provide virtual support to outsource partner by answering questions, provide training and clarifications of processes when needed
• Assist with special projects as assigned
• Dedicated support to Major customer accounts

Your Qualifications:

• Demonstrated excellent written and verbal communication skills - Ability to think creatively, adapt to circumstances, and learn from co-workers, and share information and experiences
• Reliable, attendance and punctuality is critical to successful performance in this role. If a Pearson applicant, current record must reflect this.
• Must be able to exercise and execute good judgment
• Ability to work collaboratively with cross-functional/ cross-company teams
• Proven ability to deliver excellent CS skills via CSAT survey comments and feedback from the sales team
• Experience in efficiently resolving escalation inquires (account/order discrepancies, customer ordering issues, including but not limited to order tracking, digital system support, claims, etc.)
• Experience working in an ERP (enterprise resource planning) system used to support customer service inquiries, Oracle ERP experience a must
• Self-motivated with the ability to manage several ongoing tasks and priorities with minimal supervision
• Must be able to sit or stand at a personal computer for a reasonable length of time typing and reading.
• Be flexible to schedule changes or additional coverage, particularly during peak periods
• Ability to handle a high volume of work in a short period of time, handle multiple priorities simultaneously and operate in a demanding work environment
• Open to change and new innovations
• Experience working in a CRM (customer relationship management) system, Salesforce CRM experience a must
• Demonstrated excellent analytical skills, in conjunction with a structured, systematic approach to problem solving
• Proven excellent organizational and time management skills with the ability to meet multiple deadlines
• Ability to learn and actively seek new skills and keep pace with emerging technologies

What To Expect From Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing [email protected].

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: CUSTOMER SERVICE

Organization: Higher Education

Schedule: FULL_TIME

Req ID: 12350